Technical Support Engineer

Our client, in the security industry, is seeking a Technical Support Engineer.

Location:

Hybrid in Fort Lauderdale, FL - 3 days per week in office, 2 days remote

Pay Range: $25-35/hour W2

Summary The Technical Support Technician provides responsive, high-quality technical support for a multi-brand portfolio of plastic card printing and personalization solutions across the AMERICAS region. This role supports distributors, resellers, and end users by troubleshooting hardware, software, connectivity, media. The position works closely with Technical Support, Engineering, Quality, and Product teams to resolve customer issues and improve product performance. The Technical Support Technician contributes to customer satisfaction through timely issue resolution, accurate technical documentation, and effective communication.

This role plays a key part in maintaining service excellence and supporting the continued success of Evolis’s card personalization business.

• Must be able to diagnose, troubleshoot, and resolve hardware, software, connectivity, media, and encoding-related issues on supported products.
• Must be able to manage technical support cases from initial intake through resolution, including providing timely updates and appropriate escalation when required.
• Responsible for delivering professional technical assistance through phone, email, chat, remote support sessions, and occasional on-site interventions.
• Responsible for documenting technical findings, defect symptoms, troubleshooting activities, and resolution details accurately and completely.
• Must be able to create and maintain technical support documentation, knowledge articles, troubleshooting guides, and service information.

• Supports distributors, service partners, resellers, and end users by providing effective technical guidance and problem resolution.
• Drives continuous improvement by identifying trends, recurring issues, root causes, and opportunities to enhance products and support processes.
• Supports Engineering, Quality, and Product teams by providing detailed feedback from field incidents and customer-reported issues.
• Assists with warranty, repair, product return, and service-related activities in accordance with established processes and policies.
• Maintains a positive customer experience while balancing technical quality, response priorities, and business needs.

• Technical qualification in Information Technology, Electronics, Electromechanics, Maintenance, or a related discipline, or equivalent practical experience.
• Experience in technical support, field service, repair, or product support environments.
• Practical understanding of electromechanical equipment, electronics, and structured fault diagnosis techniques.
• Knowledge of client operating systems, device drivers, software installation, system logs, and standard office productivity tools.
• Working knowledge of IP networking and peripheral connectivity.
• Professional English communication skills, both written and verbal.
• Ability to explain complex technical concepts clearly to users with varying levels of technical expertise.
• Ability to create concise, accurate, and reusable technical documentation.

• Experience supporting printing, identification, personalization, or electromechanical equipment.
• Experience supporting distributors, service partners, or professional end users.
• Fluency in Spanish.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation to enable individuals with disabilities to perform the essential functions provided as needed. Employee works primarily in an…